The team:
The role of the Technical Support Engineer (Australia) is to provide quality and professional post-sales services to our customers via email, phone, text chat or on-site support. The Technical Support Engineer is based in Sydney and will report to the Customer Experience Team Lead (Australia).
What your day will look like:
Technical support:
- Use software tools to diagnose and solve complex issues and service outages
- Conceptualize and articulate ideas clearly and concisely
- Resolve problems in compliance with established processes
- Ensure timely escalation of critical customer related issues through proper channels
- Ensure timely resolution of customer issues
- Collaborate with other Technical Support specialists and R&D engineers
- Develop and maintain a strong relationship with new and existing customers
- Develop and maintain an extensive working knowledge of Genetec's solutions
- Contribute to the evolution of our software and Support processes
- Participate in the elaboration of technical documentation and knowledge base article
- Properly document issues encountered in the field in the Genetec trouble ticket system and customer relationship management (CRM) tool
Field Support:
- Perform installation, audit, assessment, maintenance, and technical support of Genetec systems on customer premises
- Provide on-site and off-site professional services to Genetec customers, including proof-of-concept, on-site technical support, system deployment and commissioning, training, audits, and status assessments and will act as a general liaison between Genetec and its customers
- Define product and functional requirements based on customer feedback and facilitate new product development work specific to the customer
- Provide an open forum for questions regarding strategic plans, best practices, and advice on upgrades special concerns, and ad-hoc consulting for software implementation, integration, training, and change requests
About you:
- Minimum Diploma/Degree in Computer Sciences, Computer Engineering, Electronics or equivalent
- 3-5 years working experience in a related role
- Strong analytical and troubleshooting skills in both hardware and software
- Flexible, with a “can do” attitude, able to multitask, with an ability to manage priorities
- Experience in customer service, technical support, and project management
- Strong sense of urgency with a desire to constantly learn and evolve at the same pace as the software
- Strong team player while possessing the autonomy to manage his own workload
- Experience in physical Security environment
- CCNA qualification
- Fluent and proficient in verbal and written communication in English
- Any other languages will be considered a strong asset
- Must possess a valid driver’s license and passport
- Capacity to travel up to 35% for field engineering assignments
Technical Requirements:
- Excellent administration and troubleshooting knowledge of the various Windows operating systems (Active Directory, file sharing, IIS, clustering, GPO, performance monitoring, etc.)
- Excellent knowledge of networking principles and IP protocols
- Experience with networking equipment configuration and troubleshooting (switches, routers, etc.)
- Experience working with a video security system over IP – CCTV system or Access control.
- Experience working with SQL databases
- Clear understanding of TCP, IP and UDP protocol stack
- Understanding of network storage (SAN, NAS, iSCSI) principles and best practices
- Understanding of server virtualization concepts
Great if you have:
- Programming experience with C#, Visual Basic, VBScript, PowerShell, or similar technologies
- Microsoft SQL Service administration experience
- MCSE, SQL Server, VMware, or similar technical professional certifications
- Deployment and troubleshooting of security systems such as:
- CCTV (IP cameras and encoders, video matrices, DVRs, etc.)
- Access control systems (administration of software, reader, controller, wiring, etc.)
- License plate recognition system and concepts
